Technical Support Engineer — Escalations Lead

Foundant + smartsimple; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive salary and benefits

Tuition benefits

Lifestyle reimbursements

Flexible PTO

Professional development

Job summary

Foundant + smartsimple is seeking a Technical Support Engineer (TSE) for SmartSimple (SMS). You’ll bridge Support and Engineering, analyzing the most complex client issues, reproducing problems, and packaging complete Jira tickets with steps, logs, environment, and priority.

You will own escalations through to deployment, providing clear status and timelines, and ensuring client outcomes are achieved. You’ll also drive root-cause analysis, document findings, and contribute to Known Issues and

Qualifications

• 5+ years in SaaS technical Support or a similar client-facing technical role, including 2+ years handling Tier 2/3 escalations or working directly with Engineering teams.
• Proven ability to troubleshoot complex software issues independently and document findings clearly.
• Working knowledge of SQL, REST APIs and integrations, SSO/MFA/OAuth/OpenID, JavaScript, XML/JSON, and web/network protocols (HTTP, TLS, TCP/IP).
• Experience with log analysis or monitoring platforms and with ticketing/issue-tracking systems (Zendesk and Jira preferred).
• Must be legally eligible to work in the United States or Canada.

Responsibilities

• Review escalations before they reach Engineering and reproduce the issue with steps, logs, and environment for a complete Jira ticket.
• Own each escalation through to deployment, coordinating with Engineering and confirming the fix with Support and the client.
• Translate between Support and Engineering, providing clear status and realistic timelines and conveying business impact to non-technical audiences.
• Identify recurring defects and process gaps, contribute to Known Issues and release notes, and raise ticket quality across Support.
• Mentor team leads and Support Engineers and maintain knowledge-base articles and playbooks.

Skills

SaaS support

Escalations

SQL

REST APIs

Zendesk/Jira

JavaScript/JSON

Tools

Postman

Kibana

AppDynamics

Browser DevTools

Jira

Zendesk

Job description

Foundant + smartsimple is seeking a Technical Support Engineer (TSE) for SmartSimple (SMS). You’ll bridge Support and Engineering, analyzing the most complex client issues, reproducing problems, and packaging complete Jira tickets with steps, logs, environment, and priority.

You will own escalations through to deployment, providing clear status and timelines, and ensuring client outcomes are achieved. You’ll also drive root-cause analysis, document findings, and contribute to Known Issues and